In the first and second email, remember to put the job titles. In the first email, after 'listed', no preposition. After complained, no 'about' in the first email. Is the person complaining a man or a woman? In the second email, use 'during' rather than 'in'. This is because- what does 'this' refer to? The offices being shut or her complaining? Same for problem 4. on holidays In the letter, 'reply to your feedback /Re Your Feedback...' Check spelling for 'inconveniences The writer already knows about the robbery problem. She is interested on how you are going to solve the problem. Do not use 'promise' in workplace correspondence. Rude and unhelpful are negative. You need to get approval for any coupon that you give out.
To : Becky Chan
From : Jan Wong
Date: 21 March 2011
Subject : Estate complaint issue
Hi, Becky
How are you? Recently, I've got a complaint from a resident. She listed out four problems of the estate.
First, she complained that she has no spare key during the Chinese New Year holiday.Second, there is possibility of robbery. Third, she complained about that it was introduced with no prior consultation with residents. Last, he complained about the rudeness and unhelpfulness of staff in the Management Office.
What should we do? I need your advice
Regards,
Jan
To: Richard Chan
From: Jan Wong
Date: 21 March 2011
Subject: Issue of resident's complaint
Dear Mr Chan,
I am writing to report the complaint from Ellen Ma, one of our residents.In the letter, she complained about three issues and i will explain each of the problems below.
1. Problem of no spare key
She complained that she could not get a spare key as our office was shut in the Chinese New Year holidays.This is because we did not think of this matter. In this situation I suggest that we can give the spare keys to the security guards as they work 24 hours as well as in holidays or we can use the combination lock system in stead of the current system.
2. Possibility of robbery
She pointed out that if the keys fall into wrong hands, robbery becomes a definite possibility. This is because it is easy to access the back stairs from the garbage room which lead to certain flats, I suggest that we also can use the combination lock system as the solution.
3.No prior consultation with residents
She mentioned that this new garbage collection system was also introduced with no prior consultation with residents. She mentioned that this goes against estate management regulations. I think this matter was caused by our traditional administration process. So, I suggest that we should apologize for this and we should have the consultation meeting when we want to make any changes of the facilities.
4. staff attitudes
She stated that our staff in the management office are rude and unhelpful. This is because of the shortage of the staff and the large work pressure. I suggest that we can hire some outside trainers to provide training and education courses to our staff in order to notice the importance of polite. Also, we can consider to hire more staff.
We would like to seek you approval for implementing our suggestions to handle the case. I look forward to hearing from you. Thank you.
Yours sincerely,
Jan Wong
Collier Estate Management Ltd
22 First Street
Ma On Shan
22 March 2011
4/F Richland Court
Ma On Shan
Dear Ms. Ma
Reply for your feedback on the Estate management
Thank you for bringing this matter to our attention. We sincerely apologize for those inconvinences and we have investigated the problems you mentioned.
First, the problem of no spare key was caused by our ignorance. In order to solve the problem, we will give the spare keys to the security guards as they work 24 hours as well as in holidays. Also, we will consider to use the combination lock system in stead of the current system.
Second, the reason why there may be a problem of possibility of robbery is because it is easy to access the back stairs from the garbage room which lead to certain flats. Owing to this matter, we will use the combination lock system as the solution.
Third, your comment of no prior consultation with residents was caused by our traditional administration. we apologize for this. We promise that we must hold the consultation meeting when we want to make any changes of the facilities.
Last, owing of the shortage of the staff and the large work pressure, our staff in the management office maybe rude and unhelpful to the residents. We are going to hire some outside trainers to provide training and education courses to our staff in order to notice the importance of polite. Also, we will consider to hire more staff.
To show our goodwill, we have included a coupon of our club house with this letter. For any questions, you can contact us through our e-mail: jan@hotmail.com. Thank you again for your advice.
In the first and second email, remember to put the job titles.
In the first email, after 'listed', no preposition.
After complained, no 'about' in the first email.
Is the person complaining a man or a woman?
In the second email, use 'during' rather than 'in'.
This is because- what does 'this' refer to? The offices being shut or her complaining? Same for problem 4.
on holidays
In the letter, 'reply to your feedback /Re Your Feedback...'
Check spelling for 'inconveniences
The writer already knows about the robbery problem. She is interested on how you are going to solve the problem.
Do not use 'promise' in workplace correspondence.
Rude and unhelpful are negative.
You need to get approval for any coupon that you give out.
To : Becky Chan
From : Jan Wong
Date: 21 March 2011
Subject : Estate complaint issue
Hi, Becky
How are you? Recently, I've got a complaint from a resident. She listed out four problems of the estate.
First, she complained that she has no spare key during the Chinese New Year holiday.Second, there is possibility of robbery. Third, she complained about that it was introduced with no prior consultation with residents. Last, he complained about the rudeness and unhelpfulness of staff in the Management Office.
What should we do? I need your advice
Regards,
Jan
To: Richard Chan
From: Jan Wong
Date: 21 March 2011
Subject: Issue of resident's complaint
Dear Mr Chan,
I am writing to report the complaint from Ellen Ma, one of our residents.In the letter, she complained about three issues and i will explain each of the problems below.
1. Problem of no spare key
She complained that she could not get a spare key as our office was shut in the Chinese New Year holidays.This is because we did not think of this matter. In this situation I suggest that we can give the spare keys to the security guards as they work 24 hours as well as in holidays or we can use the combination lock system in stead of the current system.
2. Possibility of robbery
She pointed out that if the keys fall into wrong hands, robbery becomes a definite possibility. This is because it is easy to access the back stairs from the garbage room which lead to certain flats, I suggest that we also can use the combination lock system as the solution.
3. No prior consultation with residents
She mentioned that this new garbage collection system was also introduced with no prior consultation with residents. She mentioned that this goes against estate management regulations. I think this matter was caused by our traditional administration process. So, I suggest that we should apologize for this and we should have the consultation meeting when we want to make any changes of the facilities.
4. staff attitudes
She stated that our staff in the management office are rude and unhelpful. This is because of the shortage of the staff and the large work pressure. I suggest that we can hire some outside trainers to provide training and education courses to our staff in order to notice the importance of polite. Also, we can consider to hire more staff.
We would like to seek you approval for implementing our suggestions to handle the case. I look forward to hearing from you. Thank you.
Yours sincerely,
Jan Wong
Collier Estate Management Ltd
22 First Street
Ma On Shan
22 March 2011
4/F Richland Court
Ma On Shan
Dear Ms. Ma
Reply for your feedback on the Estate management
Thank you for bringing this matter to our attention. We sincerely apologize for those inconvinences and we have investigated the problems you mentioned.
First, the problem of no spare key was caused by our ignorance. In order to solve the problem, we will give the spare keys to the security guards as they work 24 hours as well as in holidays. Also, we will consider to use the combination lock system in stead of the current system.
Second, the reason why there may be a problem of possibility of robbery is because it is easy to access the back stairs from the garbage room which lead to certain flats. Owing to this matter, we will use the combination lock system as the solution.
Third, your comment of no prior consultation with residents was caused by our traditional administration. we apologize for this. We promise that we must hold the consultation meeting when we want to make any changes of the facilities.
Last, owing of the shortage of the staff and the large work pressure, our staff in the management office maybe rude and unhelpful to the residents. We are going to hire some outside trainers to provide training and education courses to our staff in order to notice the importance of polite. Also, we will consider to hire more staff.
To show our goodwill, we have included a coupon of our club house with this letter. For any questions, you can contact us through our e-mail: jan@hotmail.com. Thank you again for your advice.
Yours sincerely,
Jan Wong